Everest Group PEAK Matrix for IABP Solutions 2020

Everest Group PEAK Matrix® for IABP Solution Providers 2020

Focus on Wipro March 2020

EGR-2020-38-E-3591 Background of the research

The Business Process Services (BPS) market is facing unprecedented change. Multiple digital elements are disrupting the status quo on both the demand as well as supply side. Enterprises are expecting not only cost reduction but also next-generation benefits from their relationships and solution providers have recognized the need to pivot quickly from the traditional labor arbitrage-driven model to a digital-powered one to provide those benefits to their buyers.

One of the most potent digital levers enabling this transformation is Intelligent Automation in Business Processes (IABP). A spectrum of IABP solutions leveraging a combination of RPA, Artificial Intelligence (AI) and advanced analytics are being deployed by solution providers to help buyers attain certain key benefits – higher speed, improved accuracy, enhanced customer experience and reduced cost, among others.

In this research, we present an assessment and detailed profiles of 24 IABP solution providers featured on the Intelligent Automation in Business Processes /solutions PEAK Matrix®. Each solution provider profile provides a comprehensive picture of its focus areas, key Intellectual Property (IP) / solutions, domain investments, , technology solutions, geographic and industry split of clients, business processes covered by automation,, and Everest Group's assessment of the provider. The assessment is based on Everest Group’s annual RFI process, interactions with leading IABP solution providers, client reference checks, and an ongoing analysis of the IABP solutions market.

Scope of this report

⚫ Services: Business Process Services (BPS)

⚫ Geography: Global

⚫ Service providers: 24 leading IABP solution providers

This report includes the profiles of the following 24 leading IABP solution providers featured on the IABP PEAK Matrix:

⚫ Leaders: Accenture, Capgemini, Cognizant, IBM, TCS, and Wipro

⚫ Major Contenders: DXC Technology, EXL, Genpact, HCL Technologies, Hexaware, Infosys, Mphasis, NTT DATA, PwC, Sutherland Global Services, Symphony, Tech Mahindra, and WNS

⚫ Aspirants: Digital Workforce, DigiBlu, Exela Technologies, qBotica, and RPATech

Everest Group recently released its report titled Intelligent Automation in Business Processes (IABP) – Solution Provider Landscape with Solutions PEAK Matrix® Assessment 2020. This report analyzes the changing dynamics of the IABP landscape and assesses solution providers across several key dimensions.

As a part of this report, Everest Group updated its classification of 24 solution providers on the Everest Group PEAK Matrix® for IABP into Leaders, Major Contenders, and Aspirants. The PEAK Matrix is a framework that provides an objective, data-driven, and comparative assessment of IABP solution providers based on their absolute market success and delivery capability.

Based on the analysis, Wipro emerged as a Leader. This document focuses on Wipro’s IABP experience and capabilities and includes:

⚫ Wipro’s position on the IABP PEAK Matrix

⚫ Detailed IABP profile of Wipro

Buyers can use the PEAK Matrix to identify and evaluate different service providers. It helps them understand the solution providers’ relative strengths and gaps. However, it is also important to note that while the PEAK Matrix is a useful starting point, the results from the assessment may not be directly prescriptive for each buyer. Buyers will have to consider their unique situation and requirements, and match them against solution provider capability for an ideal fit.

Source: Everest Group (2020)

Leaders: Accenture, Capgemini, Cognizant, IBM, TCS, and Wipro

⚫ Leaders have invested heavily around common themes such as building technology capabilities, expanding their partner ecosystem, and building robust client training programs. They have also developed reusable assets and accelerators across various business processes (especially in BFSI space) to speed up the deployment process

⚫ Leaders also boast of superior consulting and maintenance support services, along with a higher proportion of progressive commercial models in their Intelligent Automation engagements, such as transaction, managed services, and outcome-based pricing

Major Contenders: DXC Technology, EXL, Genpact, HCL Technologies, Hexaware, Infosys, Mphasis, NTT DATA, PwC, Sutherland Global Services, Symphony, Tech Mahindra, and WNS

⚫ Major Contenders have a lot of catching up to do with the Leaders in terms of market success as well as their capability to deliver Intelligent Automation solutions and the associated implementation, maintenance, and advisory services

⚫ They must also expand the scope of their collaboration with academic institutes to innovate on and develop IABP solutions, especially in ancillary technologies such as process mining and advanced analytics, in order to supplement their existing offerings

Aspirants: Digital Workforce, DigiBlu, Exela Technologies, qBotica, and RPATech

⚫ Aspirants must invest more in order to bring their Intelligent Automation consulting and advisory capabilities at par with those offered by some of the larger BPO providers and the Big four firms. They also need to accelerate efforts to offer more scalable Intelligent Automation solutions across AI, RPA and advanced analytics.

⚫ While Aspirants are differentiated by their niche technical skill sets, flexible teams and proactivity in modifying their automation offerings to suit enterprise business needs, they need to supplement these with better enterprise level run support during service breaks or routine maintenance, along with better change management in the pre deployment or testing phase of Intelligent Automation implementation

® Copyright © 2020, Everest Global, Inc. 4 EGR-2020-38-E-3591 Everest Group PEAK Matrix® ® Intelligent Automation in Business Processes (IABP) Solutions PEAK Matrix Assessment 2020 | ® Wipro positioned as Leader

Everest Group Intelligent Automation in Business Processes (IABP) Solutions PEAK Matrix® Assessment 2020

High Leaders Accenture Leaders Wipro Major Contenders Capgemini Major Contenders TCS Aspirants IBM Cognizant

HCL Technologies Genpact DXC Technology Infosys WNS PwC 1 Symphony Tech Mahindra Hexaware

Sutherland Global Services NTT DATA Marketimpact qBotica EXL Digital Mphasis Workforce

(Measures impact created in the market) in the created (Measuresimpact Exela Technologies DigiBlu RPATech Low Aspirants Low High Vision & capability (Measures ability to deliver solutions successfully)

1 Symphony is a part of Sykes

Company overview Adoption and capability overview Wipro Limited is a global information technology, consulting and business process services company. It Number of active clients with IABP deployments: 613 has a workforce of over 170,000, serving clients across six continents. Wipro’s Business Process Services (BPS) division provides technology-led business process services to global enterprises. Number of IABP FTEs: 1,587

Key IABP leaders Key locations with IABP FTEs: ⚫ Abidali Z. Neemuchwala, Chief Executive Officer ⚫ Asia Pacific (India and Australia) ⚫ Bhanumurthy B. M., President and Chief Operating Officer ⚫ Europe ⚫ Nagendra Bandaru, Senior VP & Head – Business Process Services ⚫ North America (the United States) ⚫ Rohit Adlakha, VP & Global Head, Wipro HOLMES ⚫ MEA (South Africa) ⚫ Somit Kapoor, VP & Global Head, Enterprise Transformation Key third-party technology partners: Arago, Automation Anywhere, Automation Edge, Key IABP clients: a Southeast Asian bank, a leading provider of Human Capital Solutions, leading Antworks, Blue Prism, Camunda, Celonis, Dynam.ai, Disco, FortressIQ, Intellibot, Kyron, European Engineering Organizations LanaLabs, MateLabs, NICE systems, Pegasystems, Pipefy, PiSquare, Pypestream, UiPath, Ramco Systems, Saarthi.ai, Shibumi, SpotDraft, Redwood and Work Fusion Headquarter: Bangalore, India Offered Not offered Website: www.wipro.com IABP offering structures Stand-alone product licenses Recent acquisitions/partnerships Product licenses + associated IABP services ⚫ 2019: Wipro announced a strategic partnership with Arago to supplement its hyper automation strategy. The partnership further strengthened Wipro’s automation and AI ecosystem by enhancing the Stand-alone IABP services depth of expertise and value in its service offerings to clients. IABP as part of a broader BPO deal ⚫ 2018: Partnered with Moogsoft, a pioneer and leading provider of AI for IT operations (AIOps). Wipro leveraged Moogsoft’s industry-leading platform to deliver next-generation artificial intelligence for IT operations (AIOps) solutions for its customers. Wipro’s AI and Automation platform, in partnership with Moogsoftwill provide end-to-end capabilities in AIOps transformation

Split of IABP FTE by function Split of IABP FTEs by automation type

100% = 1,587 100% = 1,587

Maintenance 23% Other 4% Consulting 17% Cognitive automation 25% IABP IABP product 23% 77% development1 services 60% Implementation 71% RPA

IABP client mix by buyer geography IABP client mix by buyer industry IABP client mix by business function / process IABP client mix by buyer size4 Number of clients Number of clients area Number of clients Number of clients 100% = 613 100% = 613 100% = 613 100% = 613

MEA Insurance Small Latin America Healthcare Others³ Continental Europe 5% and pharma 6% CPG & retail 15% 4% 5% 20% F&A 6% 11% HR 26% 6% Medium 26% United North America 19% 46% Manufacturing 14% 9% Kingdom Insurance 20% 14% Hi-tech & telecom 9% Procurement 70% 14% Healthcare payer Large 19% Others² 15% 10% 11% APAC BFS Contact center Banking

1 364 FTEs in engineering team aligned to Wipro HOLMES product development. 2 Includes construction and energy, travel, media & entertainment, government and public sector 3 Includes document management, web based, e-commerce or digital self-service transaction processing, IT, utilities, and pharma 4 Buyer size is defined as large (>US$5 billion in revenue), medium (US$1-5 billion in revenue) and small (

Solution Business functions Year launched Development type Description No. of clients Digital Order Order management 2015 Joint development It combines RPA, AI and end to end orchestration of the order management 16 Management process. It also has inbuilt and standard RPA reusable components for order management processes across various RPA platforms. Hire to Retire HR 2018 In-house/proprietary Hire to retire process transformation with four key components: 3 Automation ⚫ Automated sourcing across channels for best-fit passive candidates and hiring insights to predict candidates’ job movement ⚫ AI screening to shortlist best-fit candidates ⚫ AI chatbot with 24/7 communication with all candidates and NLP to build rich candidate profile Doc Cognitive FAO, HR, Banking, Insurance, 2018 Joint development A solution that brings together secure messaging, smart cards, micro applications 4 and Order Management and enterprise bots in a single work stream HOLMES E-KYX BFSI 2015 In-house/proprietary Wipro HOLMES e-KYX solution helps banks achieve regulatory compliance and 5 derive customer insights through intelligent automation. It can process large volumes of unstructured data with speed and accuracy HOLMES -Anomaly F&A , CCO , SCM and 2018 In-house/proprietary Risk monitoring platform leveraging AI and Big Data to proactively detect process 52 Detection insurance anomalies such as Leakages or Fraud and Compliance Violations. Contract Intelligence F&A and procurement 2018 In-house/proprietary HOLMES HMI is a platform that is aimed at mimicking human-like ability of having 5 intuitive conversations and making sensory interpretations, thereby providing personalized experience accurately and efficiently

Measure of capability: High Low

Market impact Vision & capability

Portfolio Value Vision & Technology Innovation & Engagement & Market adoption mix delivered Overall strategy capability Services capability investments commercial model Overall

Strengths Areas of improvement

⚫ Wipro seeks to help clients move from a traditional business operations perspective to a digital ⚫ While Wipro has displayed strength in geographies such as North America, the UK, and APAC, it operations framework by using multiple levers, including a spectrum of automation solutions can improve its penetration in Continental Europe including RPA, AI, analytics for monitoring and remedial action, and the use of other emerging ⚫ Wipro has partnerships with process mining / discovery vendors such as Celonis and Disco. technologies such as blockchain and Augmented Reality However, it can seek to further operationalize the usage of these solutions within its IABP ⚫ Wipro has had considerable success in the IABP space as is evidenced by its rapidly growing deployments portfolio of clients ⚫ Wipro can further invest in computer vision-based solutions, including object detection, and ⚫ Its enterprise transformation framework provides a structured approach to transformation, including damage assessment, in order to make further in roads in areas such as insurance process simplification, operationalization of automation, and insights to improve the end-customer ⚫ While Wipro contributes to other marketplaces, it can also consider developing an online (external- experience facing) marketplace of its own where clients can download robots for initial testing ⚫ One of Wipro’s differentiators is its Holmes AI platform, which provides a comprehensive cognitive engine with several pre-built reusable components that reduce time for training and deployment ⚫ Wipro enables workflow orchestrations using its proprietary BASE))) platform. Apart from BPM, the BASE))) platform also enables process discovery (clickstream/desktop recording) through its Harmony module ⚫ It has a strong partnership ecosystem across AI, Intelligent Automation, and ancillary technologies, such as UiPath, Automation Anywhere, BluePrism, Avaamo(enterprise bots), and Vectra(threat detection). It has also collaborated with multiple academic institutions to innovate on and develop IABP solutions

Measure of capability: High Low

Market impact Vision & capability

Portfolio Value Vision & Technology Innovation & Engagement & Market adoption mix delivered Overall strategy capability Services capability investments commercial model Overall

Strengths Areas of improvement

⚫ Wipro has developed a variety of solutions specific to industries/processes. These include: ⚫ While referenced buyers have appreciated Wipro for its cost competitiveness, they seek an – An enterprise anomaly detection program that uses the Holmes to automate detection of improvement in Wipro’s end-to-end process thinking in terms of identifying non-value added anomalies in processes, including leakages and fraud in the P2P process processes and its speed of implementing IABP solutions – E-KYX platform that enables KYX processes for multiple use cases, including institutional KYC in ⚫ Referenced buyers also feel Wipro can facilitate a higher degree of cost reduction and operational banking. The solution uses a combination of OCR-based technologies, ML and NLP to enable optimization than what it currently offers through Intelligent Automation, along with an improved automation time-to- market and value realization for clients – A suite of solutions for hiring, including AI-based sourcing and screening, AI-based chatbots for candidate interactions and predictive analytics ⚫ Its Horizon program drives incubation in emerging areas such as AI, Augmented and Virtual Reality, IoT and cloud computing, and is supplemented by its Digital Pods Research Initiative. As part of this initiative, it has developed 18 research-oriented pods, along with multiple product labs and RPA CoEs across the globe ⚫ It has an internal bot store containing reusable assets and accelerators for business processes like FAO, SCM, procurement and order management ⚫ Referenced buyers have cited Wipro’s cost competitiveness, stakeholder management skills and its talent pool as strong influencing factors in selecting it as a partner in their automation journey

Everest Group PEAK Matrix

High Leaders

Major Contenders Market impact Market

Aspirants Measures impact created in the market in the impact created Measures

Low Low High Vision & capability Measures ability to deliver Solutions successfully

Measures impact created in the market – captured through three subdimensions

Market adoption Leaders Size and growth of deployments across the solution portfolio Major Contenders

Portfolio mix Solution footprint across geographies,

industries, and buyer size segments Marketimpact Aspirants Value delivered Value delivered to the client based on customer feedback and other measures Vision & capability

Measures ability to deliver solutions successfully. This is captured through five subdimensions

Vision and strategy Technology capability Services capability Innovation and investments Engagement and commercial model Vision for the client and itself; future Technical sophistication and Effectiveness and breadth/depth of Innovation and investment in the Progressiveness, effectiveness, roadmap and strategy breadth/depth across the services portfolios across the solution suite and flexibility of engagement and technology suite services suite commercial models

Methodology Everest Group selects Star Performers based on the relative YOY improvement on the PEAK Matrix

Year 1 In order to assess advances on market impact, we evaluate each service provider’s performance across a number of parameters including: Year 0 ⚫ Yearly ACV/YOY revenue growth ⚫ # of new contract signings and extensions ⚫ Value of new contract signings ⚫ Improvement in portfolio mix Market Impact Market ⚫ Improvement in value delivered

Vision & capability

In order to assess advances on vision and capability, We identify the service providers whose improvement ranks we evaluate each service provider’s performance across in the top quartile and award the Star Performer rating to a number of parameters including: those service providers with: ⚫ Innovation ⚫ The maximum number of top-quartile performance ⚫ Increase in scope of services offered improvements across all of the above parameters ⚫ Expansion of delivery footprint AND ⚫ Technology/domain specific investments ⚫ At least one area of top-quartile improvement performance in both market success and capability advancement

The Star Performers title relates to YOY performance for a given vendor and does not reflect the overall market leadership position, which is identified as Leader, Major Contender, or Aspirant.

Does the PEAK Matrix® assessment incorporate any subjective criteria? Everest Group’s PEAK Matrix assessment adopts an unbiased and fact-based approach (leveraging service provider / technology vendor RFIs and Everest Group’s proprietary databases containing providers’ deals and operational capability information). In addition, these results are validated / fine-tuned based on our market experience, buyer interaction, and provider/vendor briefings

Is being a “Major Contender” or “Aspirant” on the PEAK Matrix, an unfavorable outcome? No. The PEAK Matrix highlights and positions only the best-in-class service providers / technology vendors in a particular space. There are a number of providers from the broader universe that are assessed and do not make it to the PEAK Matrix at all. Therefore, being represented on the PEAK Matrix is itself a favorable recognition

What other aspects of PEAK Matrix assessment are relevant to buyers and providers besides the “PEAK Matrix position”? A PEAK Matrix position is only one aspect of Everest Group’s overall assessment. In addition to assigning a “Leader”, “Major Contender,” or “Aspirant” title, Everest Group highlights the distinctive capabilities and unique attributes of all the PEAK Matrix providers assessed in its report. The detailed metric-level assessment and associated commentary is helpful for buyers in selecting particular providers/vendors for their specific requirements. It also helps providers/vendors showcase their strengths in specific areas

What are the incentives for buyers and providers to participate/provide input to PEAK Matrix research? ⚫ Participation incentives for buyers include a summary of key findings from the PEAK Matrix assessment ⚫ Participation incentives for providers/vendors include adequate representation and recognition of their capabilities/success in the market place, and a copy of their own “profile” that is published by Everest Group as part of the “compendium of PEAK Matrix providers” profiles

What is the process for a service provider / technology vendor to leverage their PEAK Matrix positioning and/or “Star Performer” status ? ⚫ Providers/vendors can use their PEAK Matrix positioning or “Star Performer” rating in multiple ways including: – Issue a press release declaring their positioning. See citation policies – Customized PEAK Matrix profile for circulation (with clients, prospects, etc.) – Quotes from Everest Group analysts could be disseminated to the media – Leverage PEAK Matrix branding across communications (e-mail signatures, marketing brochures, credential packs, client presentations, etc.) ⚫ The provider must obtain the requisite licensing and distribution rights for the above activities through an agreement with the designated POC at Everest Group.

Does the PEAK Matrix evaluation criteria change over a period of time? PEAK Matrix assessments are designed to serve present and future needs of the enterprises. Given the dynamic nature of the global services market and rampant disruption, the assessment criteria are realigned as and when needed to reflect the current market reality as well as serve the future expectations of enterprises

® Everest Group is a consulting and research firm focused on strategic IT, business services, and sourcing. We are trusted advisors to senior executives of leading enterprises, providers, and investors. Our firm helps clients improve operational and financial performance through a hands-on process that supports them in making well-informed decisions that deliver high- impact results and achieve sustained value. Our insight and guidance empower clients to improve organizational efficiency, effectiveness, agility, and responsiveness. What sets Everest Group apart is the integration of deep sourcing knowledge, problem-solving skills and original research. Details and in-depth content are available at www.everestgrp.com.

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